Product Returns and Exchanges

30-Day Return Policy

We make the returns process simple. You have 30 days to return your products, so don’t feel rushed. Try contacting our Technical Support Department before returning/exchanging your product: 937-247-9327. We offer technical support for the majority of our products, and if for any reason our in-house technicians cannot help you, we will direct you to the people who can.

Exceptions:

We do not accept returns/exchanges of Keyed Alike orders. This applies to standard and IC/removable core cylinders.
Services Rendered such as code setting, programming, and keying alike are non-refundable items.
Third party services purchased outside of GoKeyless will not be reimbursed, including but not limited to locksmiths, installers, and other trade professionals.
We do not accept returns/exchanges of special orders.
We do not accept returns/exchanges of orders with 12 or more of the same item. See our policy for orders with 12 or more items.
Any product purchased against the recommendation of a GoKeyless representative will void the return policy (i.e., cylindrical look is purchased rather than a mortise when it is explained that only a mortise lock will work.)
Morning Industry locks must be unopened and in original packaging when returned to us for a full refund. Once the plastic packaging seal is broken, the items are not resalable.

Wrong Items

It is extremely rare, but if you receive a package with a product that is different than what you ordered please contact us immediately. It is important that you contact us before returning the item, so that we may assist you with return shipping fees. If you do not contact us, you are responsible for all return shipping charges.

Please be prepared with your order number and a list of the products before contacting us.

Exchanges

In our busy lives it’s easy to unknowingly order the wrong color, or enter in the wrong information when placing your order.

Unlike other vendors, we understand how this can happen and we don’t give you grief over it! Follow the instructions of our Official Return/Exchange Procedure.

Damaged or Defective Items

It is extremely rare, but if you receive an item that is damaged or defective upon arrival please contact us immediately. It is important that you contact us before returning the item, so that we may assist you with return shipping fees. If you do not contact us, you are responsible for all return shipping charges.

Please be prepared with your order number and a detailed description or the damage or defect before contacting us.

The Returns Process

Step 1 – Prepare the Product for Return

Return must be requested within 30 days of original order date.
New Condition: The lock cannot have been installed and it must be in it’s original packaging just like it was received. All instructions and templates must be returned as well. Product orders returned to us with packaging that has been opened are subject to a 25% re-stocking fee. Please do not send back installed products as we can’t accept these and we would need to return the product back to you.
The items need to be returned just like they were sent: inside of another protective box. Do not use the original product box as the return shipping box. Shipping labels, writing, or tape on the original product box will result in a restocking fee and possibly void the return.

Step 2 – Contact GoKeyless

Use this form or send an email to customercare@gokeyless.com with the following information.

Step 3 – Receive Your RMA

If your return/exchange request meets the conditions mentioned above, you will be given a RMA#. This is the authorization to return your product to us.

Return Address:
GoKeyless
RMA# XXXXXXXXXX
2053 Lyons Rd
Miamisburg, OH 45342

RMA#’s are valid for 15 days from the date issued, the product must be returned to us by this date.
You may use any shipping carrier of your choice. We are not responsible for any shipping costs when returning the product to us.
We suggest that you insure the package. We are not responsible for lost packages.
The items need to be returned just like they were sent: inside another protective box. Do not use the original product box as the return shipping box. If you put shipping labels, writing, or tape on the original product box it will result in a restocking fee and possibly void the return.
The RMA# needs to be clearly displayed on the return label. If you ship a return to us that does not have an RMA# or Exchange# you may not receive credit for the items and thus not receive a refund. If we are actually able to find out who shipped the return, it will be subject to a restocking fee.

Step 4 – Receive Your Refund

Once we receive the return we will promptly review the product’s condition. If all the conditions are met, we will refund your purchase minus the the price of shipping. Refunds are issued by our Accounting Department approximately 1 week after the returned package has been received and processed.

Returns & Exchanges